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슈메너(Schmenner)의 서비스 프로세스 메트릭스를 통한 서비스 만족도 측정에 관한 문헌연구(SERVQUAL과 SERVPERF 간의 비교를 중심으로) KCI 등재
A Literature Research on measuring service satisfaction with Schmenner's Service Process Matrix(Focused on Comparing Between Servqual and ServPerf)
pp.55-78
In spite of the development of the service industry, research on measuring customers' service satisfaction is far insufficient. Therefore, ways to measure the service quality accurately need to be established due to the ambiguous types of service business. This research classifies the types of service business into service factory, service shop, mass service, professional service by using Schmenner's Service Process Matrix and conducts research on domestic literature that measured service satisfaction with Servqual and ServPerf. This study intends to suggest guidelines to measure customer satisfaction according to types of service business by researching ways to measure service satisfaction according to the types of service business and analysing the actual application methods based on a table that summarizes previous research on Servqual and Servperf.
